Customer Service Representative - Full Time

As a member of Sentry’s Customer Service team, you will be the first phone contact with our customers. In addition, you will:

• Ensures a quality, timely, customer experience for our insureds and customers by communicating clear expectations in an empathetic manner with a goal to reduce conflict and produce a seamless customer experience.

• Ability to work under pressure by managing a high volume of customer telephone calls while providing an array of services requested by our customer. This includes providing claim detail information, directions on next steps, routing/transferring calls, and documenting information provided by our customers.

• Must be comfortable navigating multiple systems and technologies to provide and gather information and accurately resolve service situations in support of insureds and customers.

• Records and files provided information from each call and/or electronic request in the appropriate system application. This may include loss information, received documentation, payment processing, policy changes with customers, etc.

• Researches and identifies contact center problems and issues using standard procedures. May assist with handling issues and communicating updates to peers and management. Escalates more complex issues as needed.

• Reports trends, issues and feedback learned from customer interactions to support continuous improvement.

• Performs other job-related duties as assigned from time to time.

What it Takes

Eligible candidates will need to meet the following criteria:

• High school diploma

• Proficiency in Spanish preferred, but not required

• Good human relations skills to work effectively and professionally with customer’s issues or questions.

• Knowledge of how to use a computer, keyboard skills and familiarity with software applications such as Excel and Word.

• Ability to navigate through various technology software to research and accurately resolve service situations is critical to the success of this position.

• Ability to meet or exceed attendance requirements, providing reliable and predictable attendance. Hours for this job include nights, weekends, holidays.

• Possesses basic critical thinking, creativity, and problem-solving skills to provide positive resolution

What You’ll Receive

We take great pride in being named to the annual Forbes’ list of America’s Best Midsize Employers since 2017. One of the factors considered in achieving this honor, is Sentry’s Total Rewards package. At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive.

• To best support our associates and our culture, Sentry is happy to offer flexibility through a scheduled work from home (Monday and Friday)/in office days (Tuesday through Thursday).

• Generous Paid-Time Off plan for you to enjoy time away from work.

• 401(K) plan with a dollar-for-dollar match on your first eight percent contribution, plus immediate vesting to help strengthen your financial future.

• Group Medical, Dental, Vision and Life insurance to promote wellness and encourage a healthy lifestyle.

• Pretax Dependent Care and Health Expense Reimbursement Accounts to ease taxes on health spending.

• Extensive Work-Life Resources to lend a helping hand.

• Sentry Foundation gift matching program to encourage charitable giving.

• Continued education and career development through our in-house Sentry University (SentryU).

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About Sentry

All of us at Sentry—more than 4,000 associates—have various talents, skills, and backgrounds. We work together to deliver on our promises to our policyholders every day. We’re proud to offer a full line of property, casualty, and life insurance products to help protect businesses, cars, homes, lives, and retirement income.

Our headquarters is in Stevens Point, Wisconsin, with claims and service offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth.

Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we’re one of the largest and financially strongest mutual insurance companies in the United States. We’re rated A+ by A.M. Best, the industry's leading rating authority.

Get ready to own your future at Sentry. Opportunities await.

Thank you for your interest in Sentry!

Jennifer Van Vlack

Jennifer.VanVlack@sentry.com